AccountId: 011433970860
ContactId: 35081aa0-1833-4078-a301-437426dfa3b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80040 ms
Total Talk Time (AGENT): 24200 ms
Total Talk Time (CUSTOMER): 41518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/35081aa0-1833-4078-a301-437426dfa3b6_20250527T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to get verification that the policy is still active for patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, my name is [PII] last initial is [PII] and my callback number is [PII]. That is direct.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have that policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have 01835977.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] So, um, I don't know which last name you're gonna have. It looks like she's gotten married recently. Um, I have [PII].
[CUSTOMER][NEUTRAL] Or [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like we we still have [PII].
[CUSTOMER][NEUTRAL] OK, that's yeah.
[AGENT][NEUTRAL] And let's see, her policy is active and effective [PII].
[CUSTOMER][POSITIVE] Fantastic thank you so much I really appreciate it.
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.